3G network

[YogaAlina]

I would like to know if anyone else that has already transitioned from 3G in 2025 was unexpectedly billed $75+HST.  Despite the fact that I visited in person 2 stores and I even transitioned to an esim, today an $84.75 charge was posted on my account. After over 40 min on the phone with customer service nothing was yet resolved. I believe that errors like this should be resolved during a call with apologies rather than being asked to call again after the billing cycle ends to "wave the fee".  I have been a client since 2012 and in the past mistakes were corrected during the call. 

[Cawtau]

Hello YogaAlina,

  Sorry to hear of your situation. You should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we know the specifics of your situation.

  I understand you believe you have already transitioned from '3G' and even use an eSIM. However, what device are you using? Was it purchased from Fido? If not, is it a device available from them? 

  I also understand your device might be LTE-capable (and even 5G-capable). However, the issue is not necessarily not being able to access the LTE (4G) network. In fact, if the device has compatible LTE bands/frequencies (see here), it should be able to access data on that network. Rather, it's possible you were billed that fee because the device is could still be reliant on the '3G' network for calls and text messaging.

  You should note that Fido traditionally have not supported certain services (ie voLTE and/or Wifi-calling etc) on devices or versions of devices they do not sell. Though, that does not necessarily mean people had to purchase from Fido. Fido sells the same Canadian versions of devices as the other Canadian mobile providers as well as local box stores etc. As long as the device was the same version as the one they sold, it was possible for those services to be supported.

  On the other hand, non-Canadian versions of devices (ie US or Global Samsung S series etc) would likely not be supported for those services. In addition, other devices from manufacturers which are not generally sold from Fido or Canadian mobile providers (ie Xiaomi, OnePlus, Oppo, etc) are also likely not to be supported for those services (see here, here, here, here. etc).

  Without voLTE, calls and/or messages would necessarily fall-back to the '3G' network. Unfortunately, Fido/Rogers intends on decommissioning the UMTS/WCDMA network July 2025. After the '3G' sunset, you would likely not be able to use that device for calls or text messaging.

  I understand that once the '3G' network is decommissioned, limiting voLTE to only Canadian versions of devices they sell will be problematic for other device users. However, I do not know if, or when, they might allow voLTE and/or Wifi-calling support for non-Fido (non-Canadian version) devices.

  If you were charged that fee, it's possible the system would have noted that your device is still using the '3G' network for calls. Unfortunately, customer service would not be able to alter the system or how your device connects to the network.

Hope this helps 😀

Cheers

[YogaAlina]

I appreciate your long and thorough response and value the time you took to respond. 

I wish that all of the above would have been mentioned while I was in a store to update my information the day I have received the first email. My phone info was updated in the system and was told not to worry about it that I was all good on 4G network. I would have transitioned to another cell phone provider on April 4th when I received the email. 

Cheers and thanks 😊

[Cawtau]

Hello again,

  Update to my previous post. There may be hopeful news for customers with newer devices (see here). While that article is in reference to OnePlus devices, it does state that Rogers is working to make sure that all phones from 2019 and newer will be able to access VoLTE on the network. Unfortunately, however, I do not know when that process might be fully implemented.

Hope this helps 😀

Cheers